Associate - Business Analyst-Workforce Management-WFM

2 weeks ago

Philippines EXL Service Full time ₱600,000 - ₱1,200,000 per year
  • Job Description: Regularly performs volume and performance analysis and proactively communicate possible impacts to business
  • Supports management with all necessary reports and planning models to facilitate the process of decision making
  • Monitors actual activities and compare it to plan and make recommendations for immediate changes
  • Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
  • Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
  • Executes skill change and reallocation requests and initiatives
  • Provides recommendations in case of understaffing/overstaffing
  • Act as first point of contact for any escalations, outages, system issues or any other production impacting situations

  • Maintains confidentiality relative to the organizational strategies, objectives and practices

  • Responsibilities: Generates schedules accordingly to meet the business requirements enabling superior customer service

  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
  • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
Qualifications: Skills
Technical Skills
  • Verint / eGain / IEX Nice WFM
  • CMS Avaya Supervisor
    Microsoft Excel
Requirements
  • Candidate must possess at least a Bachelor's/College Degree
  • 3 years minimum experience in Workforce Management
  • Excellent skills in scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules

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